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SERVICE PERFORMANCE EVALUATION
IN LARGE RAILWAY STATION IN INDONESIA
A. Caroline Sutandi Floid Olzon Paladan
Department of Civil Engineering Department of Civil Engineering
Parahyangan Catholic University Parahyangan Catholic University
Jln. Ciumbuleuit 94 Jln. Ciumbuleuit 94
Bandung 40141, Indonesia Bandung 40141, Indonesia
caroline@unpar.ac.id
Abstract
People need transportation for social and economic daily activities. Since road network usually experience
traffic congestion, railroad is one of good alternatives. People will choose train as a public transportation if
there is a good service performance. In accordance with domestic and international social and economic
activities in Indonesia, national and international service standard is important. The aim of this study is to
evaluate the service performance of large railway station in a large city in developing country. Bandung large
railway station is carried out as a case study. Indonesian transportation minister regulation No. 48 year 2015
regarding people transport by train and Department for Transport Scotland, 2015 regarding design standards
for accessible railway stations used as the standards. Results indicated that waiting room, boarding room, and
prayer room fulfill the standards while restroom, lighting, and air-conditioner are unfulfilled. Furthermore,
improvement, routine inspection, and maintenance have to be implemented consistently.
Keywords: service performance, large railway station, large city, developing country
Abstrak
Manusia memerlukan transportasi dalam kegiatan sosial dan ekonomi sehari-hari. Jaringan jalan umumnya
selalu mengalami kemacetan lalulintas, karenanya jalan rel adalah alternatif yang baik. Orang akan memilih
kereta api sebagai moda transportasi publik jika terdapat pelayanan yang baik. Berkenaan dengan kegiatan
sosial dan ekonomi yang bertaraf nasional dan internasional di Indonesia, maka pemenuhan terhadap standar
pelayanan nasional dan internasional menjadi penting. Tujuan studi adalah mengevaluasi kinerja pelayanan
stasiun besar kereta api di kota besar di negara berkembang. Stasiun besar kereta api Bandung digunakan
sebagai studi kasus. Peraturan Menteri Perhubungan Republik Indonesia No. 48 Tahun 2015 tentang Standar
Pelayanan Minimum Angkutan Orang dengan Kereta Api dan Standar Department for Transport Scotland,
2015 tentang Standar Desain untuk Stasiun Kereta Api yang mudah diakses digunakan sebagai pedoman.
Ruang tunggu, ruang boarding, dan mushola memenuhi kedua standar. Toilet, penerangan, dan sistem
pendingin ruangan tidak memenuhi kedua standar. Selanjutnya perbaikan, inspeksi rutin, dan pemeliharaan
harus konsisten dilakukan.
Kata-kata kunci: kinerja pelayanan, stasiun besar kereta api, kota besar, negara berkembang
INTRODUCTION
Transportation is needed for social and economic daily activities of society. Since
road network usually experience traffic congestion, railroad is one of good alternatives. In
order to make people change from using bus to train as public transportation, a good
service performance has to be fulfilled.
Jurnal Transportasi Vol. 16 No. 2 Agustus 2016: 125-132 125
The aim of this study is to evaluate the service performance of large railway station
in a large city in a developing country. The case study is at Bandung large railway station.
Service performance standards used in this study are The Indonesian Transportation
Minister Regulation No. 48, Year 2015, regarding people transport by train, and the
Department for Transport, Scotland (2015), regarding design standards for accessible
railway stations. All detail results of this study is beneficial for further improvement,
routine inspection, and maintenance that have to be implemented consistently and
continuously.
Table 1 Observation Data Accordance to Minimum Service Standard Indicators
at Bandung Large Railway Station (Paladan, 2015)
Convenience Indicator Number of Observation day
No. Name Unit Observation 1 2 3 4 5
per day
1 3.0 4.0 6.3 3.2 1.5
2 3.5 4.0 4.5 1.9 2.8
1 Waiting Room 2 3 6.0 2.5 3.0 2.0 4.1
m per person
4 2.0 3.3 3.6 3.4 2.5
5 4.0 2.7 2.9 4.0 2.0
Condition Clean
1 8.0 8.0 8.5 12.0 14.0
2 2 4.0 8.5 5.0 8.0 10.0
2 Boarding Room m per person 3 6.0 4.0 5.0 8.5 8.5
with seating 4 7.5 6.0 6.5 5.0 7.0
5 6.0 7.0 8.0 7.5 9.0
Condition Clean
Gentlemen: 4 urinals, 2 WC, 2 washbasins, 1
3 Restroom Availability disable restroom
Ladies: 2 WC, 2 washbasins, 1 disable restroom
Gentlemen: 11 spaces for normal person and 2
4 Prayer Room Number of spaces for disable person
spaces Ladies: 9 spaces for normal person and 2 spaces for
disable person
Condition Clean
Lighting for the Lux meter is used to measure lights intensity of all lights
room that (4 lights) in the room with standard measurement
Light 6 measurements per light (lux)
5 Lighting make 1 80.5 80.7 64.8 81.3 79.4 59.6
passenger 2 85.9 80.4 65.4 83.5 80.2 63.7
3 52.8 64 80.5 56.7 67.2 59.6
comfortable 4 58.7 65.3 85.9 62.4 58.5 64.9
1 o o o o o
29 C 28 C 26 C 27 C 29 C
2 o o o o o
29 C 28 C 26 C 27 C 29 C
6 Air Conditioner AC (Air o o o o o
Conditioner) 3 29 C 28 C 26 C 27 C 29 C
4 o o o o o
29 C 28 C 26 C 27 C 29 C
5 o o o o o
29 C 28 C 26 C 27 C 29 C
Fan Available
126 Jurnal Transportasi Vol. 16 No. 2 Agustus 2016: 125-132
TRAIN AS PUBLIC TRANSPORTATION
Railway system is an integrated system. It consists of infrastructure, station,
standard, and procedure to implement train public transportation system (Pemerintah
Republik Indonesia, 2007). As a mass public transportation mode that travel people and
goods, train, is an effective, efficient, and potential alternatif to ease existing severe traffic
congestion problem. Train is chosen because of a number of reasons. One of them is that
building road infrastructure is not a priority and cannot solve the problem because annual
vehicle growth rate is higher than annual road network development. Furthermore, the
mode is effective and efficient in terms of number of people and goods can be transported,
fuel consumption saving, pollution emission saving, land use saving, and safety (White,
2009)
Beside the train, railway station as an integrated part of the system has also to fulfill
a number of standards, including safety, security, capability, accessibility, equality, and
convenience. The standard can be at national and or international levels (Pemerintah
Republik Indonesia, 2015, Transport Scotland, 2015).
Indonesian Service Standard of Rail Station
In Indonesia, there is a minimum service standard regarding minimum service
standard at the railway station and minimum service standard during travel (Pemerintah
Republik Indonesia, 2007, 2009, 2015). Minimum service standard at the large railway station
regarding convenience standard consists of the following items and presented in Table 2:
a. Waiting room is measured by area and condition standard i.e. minimum 0.6 m2 per
person with 100% clean area and no bad smell. The room can be available outside
railway station building. Especially for intercity passenger train;
b. Boarding room is measured by area and condition standard i.e. minimum 0.6 m2 per
person with seating and 100% clean area and no bad smell;
c. Restroom is measured by number and condition of the restroom for ladies and
gentlemen. Minimum 4 urinals, 3 WC, 2 washbasins for gentlemen, and minimum 6
WC and 2 washbasins for ladies, and also 1 restroom for disable person. Furthermore,
the standard condition is 100% clean area and no bad smell. Availability in accordance
with environment conditions;
d. Prayer room is measured by number of space per person and condition of the prayer room
for ladies and gentlemen. Minimum 11 spaces for normal person and 2 spaces for disable
person for gentlemen and minimum 9 spaces for normal person and 2 spaces for disable
person for ladies. Furthermore, the standard condition is 100% clean area & no bad smell;
e. Lighting is measured by intensity of light in lux. Light intensity is between 200 lux up
to 250 lux. Lighting of the room has to make passenger comfortable;
f. Air conditioner is measured by temperature. The maximum temperature is 27C. Air
conditioner can be AC (Air Conditioner) or fan.
Service Performance Evaluation in Large Railway Station (A. Caroline Sutandi and Floid Olzon Paladan) 127
Table 2 Comparison between Minimum Service Standard Indicators
and Existing Data at Bandung Large Railway Station
Convenience Indicator of Large Rail Station Existing Conditions at
No. Bandung Large Rail
Name Description Unit / Condition in Indonesia Unit / Condition in Great Britain Station
All seating should be clean, comfortable,
2 easy to get in and out of and a range of 2
Min 0.6 m per person 3.3 m per person; s=1.2
seating should be freely available
A room for There should be a clear space alongside
1 Waiting passenger before 100% clean area and no bad the seating of 900 mm × 1350 mm for
Room check in, can be smell each wheelchair where there are fixed Clean
open space seats
Can be available outside Weather protected and shall be
railway station building. accessible by a wheelchair user Inside the railway station
Especially for intercity
passenger train All seating should be clean, comfortable,
2
Min 0.6 m per person with easy to get in and out of and a range of 2
A room for 7.5 m per person; s=2.8
seating seating should be freely available
Boarding passenger after
2 Room personal There should be a clear space alongside
verification 100% clean area and no bad the seating of 900 mm × 1350 mm for Clean
smell each wheelchair where there are fixed
seats
Gentlemen: 4 urinals, 2
Gentlemen: 4 urinals, 3 WC, 2 WC, 2 washbasins, 1
washbasins Disabled people should be able to find
and use suitable toilet accommodation no disable restroom
less easily than non-disabled people Ladies: 2 WC, 2
Ladies: 6 WC, 2 washbasins washbasins, 1 disable
restroom
1 restroom for disable person There must be a clear wheelchair turning 2 restrooms for disable
3 Restroom Availability space of 1500mm x 1500mm person
Baby nappy changing facilities shall be
100% clean area and no bad provided which are accessible to both
smell men and women
Clean
Availability in accordance with Wheelchair users must be able to
environment conditions manoeuvre feet and footrests under the
wash basin when the wheelchair is turned
Gentlemen: 11 spaces for Gentlemen: 11 spaces for
normal and 2 spaces for disable normal person and 2
person spaces for disable person
Prayer A room for Ladies: 9 spaces for
4 Room praying Ladies: 9 spaces for normal and
2 spaces for disable person normal person and 2
spaces for disable person
100% clean area and no bad Clean
smell
Lighting of the
5 Lighting room has to make Light intensity 200-250 lux Light intensity min 150 lux 70,1 lux; s=10.7
passenger
comfortable
Air Can be AC (Air
6 Conditioner) or Max 27 oC 27,8 oC; s=1.2
Conditioner
fan
Legend:
s = standard deviation (Ott, R. L, 1992)
128 Jurnal Transportasi Vol. 16 No. 2 Agustus 2016: 125-132
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